Team Manager, Viewer Experience Advocates (Second Shift)

Customer Support | San Antonio, TX

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Hulu is a premium streaming TV destination that seeks to captivate and connect viewers with the stories they love. We create amazing experiences that celebrate the best of entertainment and technology. We’re looking for great people who are passionate about redefining TV through innovation, unconventional thinking and embracing fun. It’s a mission that takes some serious smarts, intense curiosity and determination to be the best. Come be part of the team that’s powering play.

SUMMARY

Hulu’s Viewer Experience team is seeking a Team Manager, Viewer Experience Advocates who will be an exceptional addition to our Viewer Experience (VX) team. Team Manager, Viewer Experience Advocates at Hulu will be directly responsible for the day-to-day running of the operation through our teams of Viewer Experience Advocates (VXA). You are passionate about developing team members and provide guidance and leadership to your team through ongoing coaching and support. You help your team and those around you to continuously raise the quality bar for our viewers, unlocking the team’s potential to deliver the highest level of customer satisfaction and support. You can handle multiple tasks, deal with ambiguous situations, and keep a calm demeanor when the going gets tough. Team Managers partner with other departments helping with schedule management, identifying workflow requirements and gaps, data analysis (understanding of SLA’s and core operational metrics), and problem solving. The right person for this role is an empathetic yet performance-oriented leader of teams and passionate about providing world class customer support.

WHAT YOU’LL DO

Manage and guide a team of Viewer Experience Advocates to deliver exceptional customer service

Work cross functionally with other Team Manager's to ensure consistency and calibration in managing Hulu standards

Flexible - Willing to support the team and our viewers (including weekends, nights, and holidays) going above and beyond to ensure Viewer Experience Advocates, Resolution Specialists and our viewers are supported